Smart Vacation Owner Tips for Obtaining and Utilizing Quality Customer Feedback

A customer’s feedback is a valuable (and free!) tool available for business owners to accurately improve the quality of their service or product. Smart vacation rental owners provide customers with a variety of opportunities to leave feedback in differing forms at specific times throughout the business relationship.

Start at the beginning

In addition to feedback forms and questionnaires, a vacation rental owner might touch base with a customer at first contact on the phone or by email. If they ask questions, make a mental note to add that information to your online listing/website.

After answering the customer’s questions, and if they haven’t indicated already, ask what it was about your listing or website that compelled them to call or email. This information lets you know what you’re doing right, which is just as important as what you are not. Offer to send them a copy of a Rental Agreement with rates and a brochure. Include a space on the Rental Agreement where the customer may indicate their preferred contact method of telephone, mail or email. Whenever a Rental Agreement is received, correspond by this way going forward unless otherwise requested.

Make your service your signature

The Rental Agreement and deposit are the next contact initiation. The preliminary booking of your property is a new opportunity to show customers the quality service you provide. Have pre-made Welcome Packets ready to send booked customers, which may include: your Rules & Regulations, a list of What’s Included and What to Bring, an area map, and information about local attractions. Also include a receipt for their deposit.

Give a mini house-warming

Once your guests arrive, have a Welcome Basket waiting on the counter or table. Include another copy of the Welcome Packet, a small gift of a local coffee, tea, cheese, or preserves plus a bottle of wine or sparkling cider. Have a reminder of your forms of contact plus any maintenance people, etc. posted on the fridge. Include in the Welcome Packet of documents a Feedback Form or Questionnaire. Even if the customer can’t actually fill out the form right then, the questions and choices will help put them in a watchful frame of mind. Plus, you’ve let them know immediately that you care about how they feel.

Definately have another questionnaire in the Check-out Packet and mail/email a copy if they don't leave one at check-out.

Your own questionnaire

The sample below is a survey-type questionnaire, usually the most effective because it allows a guest to choose from a graded range scale of three to five choices while also providing the option to leave specific comments.

Name (Optional): _______________________________

Date of Stay (Optional): __________________________

Please rate the following: Excellent Very Good Good Needs Improvement

Ease of transaction: (check boxes in columns here)
Finding the property:
General appeal of house and landscaping:
General appeal of interior:
Bedding comfort:
Kitchen supplies:
Indoor amenities (DVD player, TV, etc):
Outdoor amenities (grill, patio furniture, etc):
Area attractions:
Comments: __________________________________________________________________